INACTIVE

Full-Time

Manager – Technical Support

Alation

501-1,000 employees

Data analytics for enterprises

Data & Analytics

Compensation Overview

$135,000 - $150,000

Senior, Expert

Salt Lake City, UT, USA

Requirements

Big Data isn't a problem. It's an opportunity
At Alation, we help people find, understand, and trust data. So they not only excel in their work - they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”
We help companies like Pfizer and Salesforce empower their people with the best data every day. As a platform for innovation, Alation helps customers create game-changing solutions (like a program for early-stage disease detection with Pfizer) and connect people to great data in less time (like Salesforce, whose analysts can now find data 35% faster). And we're just getting started
With more than $340M in funding - valued at over $1.7 billion and 450+ customers with household names - Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine's Best Workplaces list for the third time, and our exceptional Glassdoor rating (4.7 out of 5!) reflects a culture that makes coming to work each day a joy. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?
Join us!
Alation is looking for an experienced Manager to lead and run the day to day operations of a team of Technical Support Engineers. As Technical Support Manager, you will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an internal technical subject matter expert, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with product management, engineering, sales, customer success, and marketing.Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers and internal teams, and be able to efficiently manage multiple projects, objectives and deadlines through to completion. Given our rapid growth, the evolution of our ability to support our varying set or constituents at scale is a key company initiative

Responsibilities

Directly manage a team of Technical Support Engineers, guiding and prioritizing their work and ensuring the team has the appropriate tools and training to provide world-class support
Handle support escalations and assist with troubleshooting and triaging incidents
Manage and update the technical knowledge base
Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency
Improve tools and processes to enable us to deliver support at scale
Develop and execute action plans that contribute to the team's and company's OKRs
Foster an environment of inclusion and diversity, reinforcing Alation core values and culture

Desired Qualifications

10+ years of enterprise software support experience, with minimum 3 years in a Technical Lead role
Prior experience building, leading and scaling a high-performance, cohesive technical support operation and leading teams of 8-10 people in a managerial role
Bachelor's degree or equivalent experience in Computer Science or Information Technologies
Strong written and verbal skills and the ability to communicate effectively with customers
Exceptional analytical, strategic, and problem-solving skills
System integration, Linux troubleshooting, and SQL experience is required
Understanding of application components and functionality; i.e. relational databases, NoSQL databases, web servers
Experience with SaaS, data management/BI products
Experience in Red Hat, Centos, and Ubuntu operating systems a plus
Experience with Python, Java is nice to have

Due to its remote and hybrid culture, Alation conducts all of its interviewing and onboarding virtually.

Big Data isn’t a problem. It’s an opportunity.

At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”

We help companies like Pfizer and Salesforce empower their people with the best data every day. As a platform for innovation, Alation helps customers create game-changing solutions (like a program for early-stage disease detection with Pfizer) and connect people to great data in less time (like Salesforce, whose analysts can now find data 35% faster). And we’re just getting started.

With more than $340M in funding - valued at over $1.7 billion and 450+ customers with household names - Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the third time, and our exceptional Glassdoor rating (4.7 out of 5!) reflects a culture that makes coming to work each day a joy. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?

Join us!

Alation is looking for an experienced Manager to lead and run the day to day operations of a team of Technical Support Engineers. As Technical Support Manager, you will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an internal technical subject matter expert, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with product management, engineering, sales, customer success, and marketing.Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers and internal teams, and be able to efficiently manage multiple projects, objectives and deadlines through to completion. Given our rapid growth, the evolution of our ability to support our varying set or constituents at scale is a key company initiative.

Responsibilities:

Directly manage a team of Technical Support Engineers, guiding and prioritizing their work and ensuring the team has the appropriate tools and training to provide world-class support
Handle support escalations and assist with troubleshooting and triaging incidents
Manage and update the technical knowledge base
Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency
Improve tools and processes to enable us to deliver support at scale
Develop and execute action plans that contribute to the team’s and company’s OKRs
Foster an environment of inclusion and diversity, reinforcing Alation core values and culture.

Desired Qualifications and Skills:

10+ years of enterprise software support experience, with minimum 3 years in a Technical Lead role
Prior experience building, leading and scaling a high-performance, cohesive technical support operation and leading teams of 8-10 people in a managerial role
Bachelor’s degree or equivalent experience in Computer Science or Information Technologies
Strong written and verbal skills and the ability to communicate effectively with customers
Exceptional analytical, strategic, and problem-solving skills
System integration, Linux troubleshooting, and SQL experience is required
Understanding of application components and functionality; i.e. relational databases, NoSQL databases, web servers
Experience with SaaS, data management/BI products
Experience in Red Hat, Centos, and Ubuntu operating systems a plus
Experience with Python, Java is nice to have

Base Salary Target: $135,000 - $150,000

The base salary range is specific to the United States. The salary of the final candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, education, work location, specialty, and training. If the final candidate has a different level of experience, the base salary target range may be lower or higher than what is published.

#LI-RB1

#LI-Remote

More About Alation

Our founders have come together from different backgrounds: business, engineering, and design. This unique mix from our founding team is important to the Alation culture story. Today, our team consists of creators and communicators with varied backgrounds - from Stanford, to the Indian Institute of Technology, big companies and one-person startups, the United States, and abroad. We continue to seek ever more diverse perspectives as we grow.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on

the basis of race, name, religion, color, national origin, gender identity and expression, sexual orientation, age, marital status, veteran status, or disability status.

Why Alation?

- Market-Leading Data Catalog Provider

- High-growth, collaborative environment with diverse and inclusive teams

- Continuous learning, enrichment and development opportunities

- Competitive pay and health offerings including commuter benefits

- Flexible time off to relax and recharge

and much, much more!

Alation

View

Website

View Company Profile

Alation is a hyper-growth startup leading the Machine Learning Data Catalog space with an innovative product, passionate customers, and a team of people all working towards a common goal: to change the way people work with data.

Company Stage

Series E

Total Funding

$315M

Headquarters

Redwood City, California

Founded

2012

Growth & Insights

Headcount

6 month growth

↓ -1%

1 year growth

↑ 0%

2 year growth

↑ 22%

Benefits

Health and wellness package

Vacation and time off

401(k), performing bonus, and company equity

Promote from within; lunch and learns

Commuter benefit program, company outings, happy hours, certain meals provided

INACTIVE